Frequently Asked Questions

Under the current circumstances of COVID-19 we are still working hard at processing and shipping all orders however, some shipping delays should be expected. If you desire a faster shipping time we recommend choosing the express shipping option at checkout. We are taking all the recommended precautions during this time and hope everyone is staying safe. 

Please click here to read our detailed response to COVID19 with all updated information in regards to domestic and international shipping. 

Extended Returns Period
Unfortunately, we are unable to process refunds or returns until your item has been received. However, we are extending our returns window to 60 days for orders received in March and April 2020. All other terms in our returns policy remain the same. Please see below for our returns policy. 

Domestic Shipping 
Domestic deliveries made in Australia for Lorna Murray Apparel Hats will incur a flat fee of $20 for standard shipping or $25 for express shipping.
Deliveries made within Australia will be processed within 2 – 5 business days. 
For deliveries within Australia, we use DHL express or Australia Post’s service with tracking.  

International Shipping
International shipping is available to destinations worldwide. International shipping starts at $50.00AUD.
For orders of two or more items, shipping costs will be determined at checkout based on the weight of the parcel and the delivery postcode.  
At this time, all international orders will be dispatched via DHL express, instead of our usual carrier Australia Post, to ensure they arrive in a timely manner. Shipping usually takes approximately 7-9 working days. 
Please note, some regions will incur a rural surcharge fee from DHL. We will notify customers that this applies to.

Shipping internationally may incur customs and import taxes. Lorna Murray Apparel does not take responsibility for any customs or import taxes that occur when the parcel reaches its destination country. Unfortunately, we have no control over these charges, and fees may vary from country to country. International customers are responsible for any additional charges they may incur. For additional information, we recommend contacting your local customs office before placing an order. 

Please note, parcels returned after rejection due to duties and taxes charges will not be refunded for shipping costs.

Please note, due to international trading agreements and regulations, Lorna Murray Apparel must adhere to specific shipping restrictions meaning we are unable to ship to Russia. If you have any questions, please contact customer care via hello@lornamurray.com.au

How to Track my Order?
Your tracking number will be emailed to you when your order is being dispatched Please allow a couple of hours as sometimes orders are not scanned straight away.

Click here for DHL Express Tracking.
Click here for Australia Post Tracking. 

Dispatch Times During High Volume Order Periods
All stocked items will be dispatched within 24-48 hours from the date the order was placed. However, in periods of high volume, our processing times may increase. 

Cancellations
Orders cannot be cancelled once items have been processed and dispatched through our postal and freight system. Please see the returns and exchanges policies below if you need to change or return your order. 

Returns

Please note that we do NOT accept items returned to us without our knowledge.

To return your order, please follow the below steps:
1. You must contact us at hello@lornamurray.com.au to receive our Online Returns Form.
2. Fill out the Online Returns Form. 
3. Repackage your item/s in the original packaging and enclose the Online Returns Form. 
4. Post the parcel back to us. Please request a proof of postage receipt at the post office. 

Return Address
Lorna Murray Apparel
PO Box 920
Leichhardt
NSW 2040
Australia

Refund Conditions
There is no refund offered on sale items.
Returns can be made on all full-priced purchases up to 14 days after receipt of goods.
Once the return is received your account will be credited minus the postage fee.
All goods must be returned at the expense of the purchaser.
All goods returned are the responsibility of the purchaser until they reach the return address below.
All goods returned must be communicated via email to hello@lornamurray.com.au
Returned goods must be received in their original condition. They must not have been worn, damaged, washed, dry cleaned or altered.
Returned goods must have swing tags still attached and be returned in original packaging.
In the unlikely event that goods are returned in an unsuitable condition, they will be returned to the purchaser.
It is recommended that the purchaser sends returns via registered or express post to ensure safe delivery.
Lorna Murray Apparel does not take responsibility for any loss of items being returned.
The return parcel must have the purchaser’s name enclosed and web shop order number. 
We recommend you insure the parcel for the value of the good/s you are returning and to also retain your proof of posting. 

Exchange Conditions 
There is no exchange offered on sale items.
Exchanges can be offered when the goods are being swapped for a different size or colour. The style and price must be the same.
The exchange must be made within 14 days after receipt of goods and postage both ways is the responsibility of the purchaser.
Once the items are received the new goods will be posted to the purchaser.
All goods being exchanged are the responsibility of the purchaser until they reach the return address below.
All goods exchanged must be communicated via email to hello@lornamurray.com.au
Exchanged goods must be received in their original condition. They must not have been worn, damaged, washed, dry cleaned or altered.
Exchanged items must have swing tags attached and be returned in original packaging.
We do not refund original shipping charges.
In the unlikely event that goods are returned in an unsuitable condition, they will be returned to the purchaser.
It is recommended that the purchaser sends items via registered or express post to ensure safe delivery. Lorna Murray Apparel does not take responsibility for any loss of items being returned.
The return parcel must have the purchaser’s name enclosed and web shop order number.
We recommend you insure the parcel for the value of the good/s you are exchanging and to also retain your proof of posting.

Gift Cards

Lorna Murray Gift Cards are delivered via email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees. If a denomination of your preference is not available, please notify us at hello@lornamurray.com.au

Lorna Murray Apparel Gift Cards have no expiration date. 

Gift cards can be used more than once provided there is still a balance remaining on the card.
Gift cards can be used for shipping and taxes. They are applied to the final order total which includes shipping and taxes.
Gift cards can be used in conjunction with a discount code. 

If a customer wants to buy a gift card for someone else, then they need to forward the gift card email to the recipient or set the email to the correct recipient. 

Price Change Policy
Listed prices on Lorna Murray Apparel are accurate to the best of our knowledge. However, in the unlikely event of an incorrectly priced item or a required update for new season arrivals, Lorna Murray Apparel has the right to correct and/or change the price of the item. 

Large or Flagged Orders 
ID may be required prior to shipment, for larger orders or orders that have been flagged by our payment processors. 

Out of Stock Items - Notify me when Back in Stock
We love that you love Lorna Murray Apparel! If an item is out of stock and you would like to be notified when the item is restocked, on the product page of a sold-out item, type in your email in the "Notify Me" section. You will receive an email when the item has been restocked.

Please note that not all items will be restocked as many styles are limited editions or part of seasonal collections.

Confirmation Emails
Depending on your settings and host, your mail may have been directed to a junk or ‘Promotions’ folder. Please double-check prior to contacting us via email.

Copyright
Any form of media and intellectual property that Lorna Murray owns that is used without license and permission is a direct breach of copyright. This includes but is not limited to, any imagery or text on our website, email marketing and social media platforms. 

Terms of Purchase
As a customer of our website we require that you respect all copyright and authorship of the brand and designer Lorna Murray.

This Site is for personal non commercial use only (that is including and not limited to personal purchases, gifting to family, friends and colleagues, interior design and installation and other personal activity).

These items are not for resale in any commercial setting.

You may not modify, copy, distribute, display or commercially exploit the brand Lorna Murray Apparel. You may not use this site or any of its contents to further any commercial purpose including any advertising, or advertising revenue generation activity on your own site or any third party site.

Lorna Murray does not give permission for sale of any items in any commercial setting, wholesale or retail, without express prior permission. 
Wholesale expressions of interest are to be emailed to buying@lornamurray.com.au

All fibre hats, bags & products by Lorna Murray Apparel have been carefully handcrafted by artisans from all-natural fibres. By handling items carefully you will extend the lifetime of your artisan pieces.

First and foremost, never leave your hat in the car or in direct sunlight when not being worn. 

Any potential irregularities in the fibre, weave & colour are characteristic of the handmade process.

Colours may soften & fibres may become more fragile over time. When not being worn, rest your hat upside down on the crown or lay folded in half and flat.

Over time tugging or pulling on the brim too firmly can cause ripping or tearing. Do not squeeze the fibres of your hat in your hands.

If wet, dry away from direct sunlight.

A soft brush can be used to remove dust.

Your fibre hat, bag or product can be sponged lightly with a damp cloth. Fibre items can be cleaned using a mild soap solution; combine a tablespoon of mild washing powder with cold water. Pat gently with a cloth then rinse.

To extend the life of your handmade item, avoid leaving folded for extended periods of time & please store carefully. Do not use chemical cleaners.

Always handle with care.